CS - Shift Lead - 3rd Line
Shift Lead acts as quality control, maintains response & resolution time, manage support floor operation, ensures internal and external customer satisfaction
To manage customer support shifts (24x7x365) .
To ensure the smooth running of the support process.
To ensure that all cases and incidents are handled / assigned as per the priority defined in the support classification (especially during off business hour or when the SLM are away or off work.
To ensure that Response and Resolution SLAs are met to achieve the KPIs.
As Sr. Technical / Lead Technical Consultant, you will be responsible for providing professional, efficient and effective technical support to Basware (internal / external) / Partners in a manner that further enhances Customer experience, satisfaction, and loyalty.
CS Shift Lead team is a part of 3rd level support, which means in this role you will not only be responsible to handle the support operation for all support lines but also will be handling the 3rd line queue management and will also handle the most complex and interesting support problems.
And also contribute to assist 1st and 2nd line support teams on technical and process related queries. You should be able to understand the impact on Customer business and take the most appropriate approach to provide the resolution.
You must have knowledge of BW P2P portfolio and must be open minded for learning other areas such as Network. As a 3rd liner, you will be exposed to various company - wide projects upon your interest and expertise.
The ability to analyze the impact of required changes based on Customer requests and perform root cause analysis are some important attributes.
Key Responsibilities :
To take full responsibility of the shift in terms of management of support staff (all lines 10 - 40 people who may vary from shifts to shifts) , management of case / incident queues and quality targets
To ensure the smooth running of the global support processes and procedures
To manage people the support consultant
Monitor, measure, and report on support related process performance, general issues
Problem - solving and troubling shooting skills are necessary to assist the support line whenever needed to provide the resolution
To work closely with other Shift Lead and Solid line managers to ensure shift handovers are effectively done
To ensure that the training skills are met for current and future demands of the shift
To have an active role in the support organization s continuous improvement plan to achieve for future growth within the company
Maintaining a high level of timekeeping is of the essence
What we are looking for
This is a role for somebody dynamic, energetic, self - driven, results - oriented, and above all who has a positive can do outlook with a clear focus on deliverables and handling internal and external customer escalation.
We are looking for a highly organized, logical, structured thinker who critically assesses his / her own performance. Mature yet young - at - heart, or young with a mature mind in either case you will require boundless energy and enthusiasm yet be credible.
Empathic communication skills are essential.
Customer Relationship Management Skills :
Identifies information about Customer business needs, escalates when necessary and follows up with internal stakeholders and Customers appropriately
Understands the purpose, provides information and responds appropriately to general questions about the product / solution / service
Basware Skills :
Deep knowledge of Basware P2P portfolio or BW Network which includes BT / Portal / Conversion; process, conceptual and in - practical level, needs to be very high
Being able to discuss with R&D and Product Management / CSM on various topics
Your Experience :
Relevant business / solution / industry experiences an advantage
Strong general IT infrastructure knowledge (Networks, Virtualization, Computer hardware, Software delivery methods)
Strong knowledge of Microsoft operating systems (servers and workstations)
High knowledge of SQL Server and / or Oracle databases including scripts, queries, and fine - tuning,
Good to have ASP. Net, VB, XML, Shell scripting, OOPS concepts
Basic ITIL understanding
Intermediate consulting skills
Business language : Good English Communication Skills are mandatory (Verbal & Written),